The Apple Experience: Secrets to Building Insanely Great Customer Loyalty-JobPlus

[书籍] The Apple Experience: Secrets to Building Insanely Great Customer Loyalty

作者: Carmine Gallo

出版社: McGraw-Hill Education

简介: Apple Stores earn more money per square foot than any other retailer. At the core of Apple’s success and intense customer loyalty, however, aren’t just “Insanely Great” products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience. In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service. Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus: * Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level * Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell * Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience. 　　苹果零售店比其他零售商每平方英尺能赚更多的钱。苹果的成功和强烈的客户忠诚的核心。不仅仅是“近乎疯狂般优异”的产品，还有优异的员工，他们被授权和激励，创造着无与伦比的客户体验。在《体验苹果：苹果零售店成功的奥秘》中，国际畅销书作家卡迈恩，加洛详述了苹果体验这个对顾客的完整承诺背后的原则和实践，并阐述了你的品牌如何通过提供同样高标准的服务来实现超凡的结果。　　卡迈恩·加洛访问了从各个方面研究苹果公司的人士，并且亲身花费数百小时观察苹果零售店的销售区域和学习苹果的愿景及理念。通过使用这些来源的见解和数据，他将苹果以客户为中心的模式作出划分并提出以三个方面为重点的行动计划。　　鼓舞你的内部员工，通过培训、支持和沟通创造一个“反馈回路”来提高各个层次的表现。　　服务你的外部客户，通过充满魅力的品牌故事，以及掌握苹果五步服务法（A-接近，P-探询，P-呈现，L-聆听，E-成交并愉快的送别）的专注的销售人员来实现。　　准备好你的舞台，确保在没有一个元素被忽略的情况下创建一个身临其境的零售环境，让客户在那里能够看见、触摸以及了解你的产品。

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